Senior Customer Experience Operations Manager

Who you are

• 6+ years in Customer Experience and/or Operations Manager roles, including at least 2 years directly managing outsourced (BPO) teams — ideally across multiple countries or vendor sites
• A track record of owning and hitting operational KPIs (FRT, CSAT, QA, ORT, FCR, or equivalents) at meaningful scale, with a point of view on setting strategic KPIs that improve the customer experience
• Comfort owning a budget — headcount planning, vendor cost management, and incentive design — with the judgment to balance cost against quality
• Experience with knowledge management, and/or partnering with PMM or Enablement functions to build support documentation at scale
• Strong relationship-building instincts; you see a BPO partnership as a relationship built over years, and you're a steward of that culture, not just its KPIs
• Experience with modern support tooling (e.g., Intercom, Guru, or equivalent) and hands-on use of AI tools (e.g., Claude, ChatGPT) to analyze patterns, support workforce management, and build training or knowledge content
• Experience managing BPO operations specifically across the Philippines, Colombia, and/or Guatemala, or other LATAM/APAC support hubs
• Prior experience operating in a company actively shifting support volume to AI-first/agentic workflows
• Experience in insurance, construction, or another regulated/high-trust vertical

What the job involves

• Hover's Inbound Customer Experience team is one of the company's most consistently recognized differentiators — and we're looking for a leader who can run it with equal parts rigor and empathy
• You'll take the reins of an operation that's already thriving: a ~50-person BPO team across three countries with strong tenure, strong culture, and a track record customers love
• But you're not just here to maintain it — you're here to lead it through its next chapter, as AI absorbs more transactional volume and the remaining work shifts toward judgment, critical thinking, and human-in-the-loop review
• This is a rare combination: a proven, high-functioning team to inherit, real ownership over its evolution, and a direct hand in shaping what "great support" looks like as the industry changes around you
• You'll own the operational engine behind Hover's Inbound Customer Experience team, holding the BPO organization accountable for the KPIs that define great support — First Response Time, Overall Resolution Time, CSAT, and QA — across roughly 80% of inbound conversations on every channel
• You'll manage the day-to-day health of the outsourced operation hands-on, partnering directly with BPO site leadership, workforce managers, and team leads to flag issues, course-correct in real time, and keep queues moving, all while protecting the strong culture Hover has built with its BPO partners over years
• You'll drive workforce planning and staffing across sites and shifts, own budget and incentive design, and co-own the accuracy of Hover's knowledge base and QA feedback loop in partnership with other CX leaders
• As Hover shifts to AI-first triage in chat and email, you'll lead the BPO team through that transition — training reps on new human-in-the-loop workflows, flagging where tooling falls short, and partnering with Systems and Data teams to get customer context in front of reps faster
• You'll also use AI tools to build and maintain the reporting and dashboards that keep queue health visible
• Own core operational KPIs (FRT, ORT, CSAT, QA) across ~80% of inbound volume, on every channel
• Run day-to-day BPO operational health across three countries — vendor relationship, workforce planning, and labor-compliance ownership
• Lead the BPO team's transition to AI-first, human-in-the-loop support workflows
• Own budget discipline: headcount planning, vendor cost management, and incentive design
• Co-own knowledge management and the QA feedback loop with fellow CX leaders

Benefits

• Compensation - Competitive salary and meaningful equity in a fast-growing company
• Healthcare - Comprehensive medical, dental, and vision coverage for you and dependents
• Paid Time Off - Unlimited PTO for exempt employees and PTO accrued at 3 weeks per year for non-exempt employees
• Paid Family Leave - We support work/life balance and offer generous paid parental and new child bonding leave
• Mandatory Self-Care Days - A day set aside each month to allow employees to recharge
• Remote Wellbeing Resources - We provide recurring fitness classes, meditation/ mindfulness tools, virtual therapy, and family planning assistance
• Learning - We encourage continued education and will help cover the cost of management training, conferences, workshops, or certifications